Benjamin Crider Email and Phone Number
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Experienced Customer Support Manager with a demonstrated history in the telecommunications industry. Skilled in Sales, Project Management, Customer Support, Account Management, HTML, Analytics, Report Generation and Customer Experience.
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Director Of Customer OperationsOoma, Inc. May 2024 - Present -
Senior Manager Of Customer OperationsOoma, Inc. Jun 2019 - May 2024Boca Raton, Florida, United States- Lead a team of customer service representatives, improving efficiencies through training initiatives, new helpdesk software, increased metric visibility and motivation.- Reduced operational costs by more than 40%.- Overhauled reporting platforms and metrics to provide better visibility to important metrics while reducing effort to run the reports.- Managed all equipment ordering, inventory, provisioning, and shipment for new and existing Enterprise level business customers.- Verified and initiated billing for new customers after going live to ensure SOCKS compliance guidelines were being met and we were fulling billing customers for all hardware & software setup for them.- Built a customer facing online support portal for questions and ticket submission, review and updates with how-to articles to encourage self-help to reduce escalations.- Implemented a remote work plan and coordinate customer service schedules across three sites across the in Florida, Vancouver, and Manila to ensure our customers are able to reach us and speak to a person any time of the day.
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Customer Support ManagerBroadsmart , Inc. Mar 2018 - Jun 2019West Palm Beach, Florida Area- Built a US based customer service team for magicJack support, implementing both chat and live telephone customer assistance.- Lead new support customer service training sessions while building training material.- Promoted from within to implement a new trainer program to encourage skill building and continued team growth of representatives after onboarding.- Implemented a quality team to review customer communications and provide feedback to representatives on areas they were doing well in and areas to improve. -
Customer Support ManagerMagicjack Jan 2017 - Mar 2018West Palm Beach, Florida Area- Responsible for creating and maintaining new call center reports to increase efficiency, consistency and reduce costs.- Develop the Technical Systems Support team- Build and maintain a knowledge library with support documentation to assist representatives in quickly finding accurate assistance material. - Assist in building support schedules to accommodate our customers busy lifestyle and customer support needs. -
Reports CoordinatorCharter Communications May 2015 - Dec 2016Bridgeton, Missouri- Responsible for building and implementing new call center reports to increase efficiency, consistency and reduce costs.- Develop Ad-Hoc reports as needed to identify data trends- Built an enhanced scorecard trending report to determine bottom performers that encompasses multiple metrics on a % to goal basis utilizing SQL data pulls and VBA coding through use of Microsoft Excel.- Developed and maintained relationships with 30+ supervisors, 6 managers, director and VP of a call center environment housing 600+ employees.- Update and manage representative to supervisor assignments to ensure representatives are placed with a supervisor whose schedule closely matches their own. -
Telephone Technician 2Charter Communications Sep 2014 - May 2015Bridgeton, Mo- Advanced telephone troubleshooting- Activate and troubleshoot call forwarding- Assist in troubleshooting fax connections to ensure proper function- Activate Caller ID on TV functionality- Send field technicians if not able to complete troubleshooting over the phone
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Telephone & Internet Repair TechnicianCharter Communications Mar 2014 - Sep 2014Bridgeton, Mo- Actively and consistently support all efforts to simplify and enhance the customer experience. - Process customer orders in a courteous, efficient and timely manner.- Effectively present and discuss Charter products and services.- Convey an image of quality, integrity and superior understanding regarding services.- Manage customer interactions professionally and efficiently.- Effectively address customer questions, complaints and concerns.- Remain current and knowledgeable on every aspect of supported product.- Facilitate customer issue escalations to local management/support as required. Determine necessity for field visits.- Comply with company and call center policies and procedures.- Accurately document customer account records based on actions taken.
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Sales ConsultantVerizon Wireless Jan 2007 - Mar 2014O'Fallon, Mo- Organize and follow up with potential customers to gain additional accounts for Verizon Wireless- Discover wireless needs and present a solution that would fill those needs- Teach wireless classes on smart devices to ensure customers understand how to use the basic and advanced functions of their wireless devices.- Troubleshoot basic and advanced issues on smart devices to determine if device can be fixed or needs to be replaced due to manufacture or physical damage. -
Technical Service RepresentativeSprint 2001 - 2007
Benjamin Crider Skills
Benjamin Crider Education Details
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St. Charles Community College3.0
Frequently Asked Questions about Benjamin Crider
What company does Benjamin Crider work for?
Benjamin Crider works for Ooma, Inc.
What is Benjamin Crider's role at the current company?
Benjamin Crider's current role is Director of Customer Operations at Ooma , Inc..
What is Benjamin Crider's email address?
Benjamin Crider's email address is be****@****ter.com
What is Benjamin Crider's direct phone number?
Benjamin Crider's direct phone number is +163624*****
What schools did Benjamin Crider attend?
Benjamin Crider attended St. Charles Community College.
What skills is Benjamin Crider known for?
Benjamin Crider has skills like Direct Sales, Telecommunications, Customer Satisfaction, Troubleshooting, Customer Retention, Wireless, Technical Support, Account Management, Customer Experience, Sales, C++, Sales Process.
Who are Benjamin Crider's colleagues?
Benjamin Crider's colleagues are Etienne Urbain-Racine, Mario Baraona, Ooma Inc, Andy Scherk, Paulo Reigadas, Derek Miles, Wilawon Oom.
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Benjamin Crider
Homeland, Fl -
2aol.com, msstate.edu4 +185936XXXXX
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